Technical Support Representative

Summary

Join Convoso, a leading AI-powered contact center platform, as a Technical Support Representative (L1). You will be the primary point of contact for customer technical support, resolving issues promptly and professionally. This dynamic role involves a steep learning curve, requiring you to quickly master multiple projects with competing deadlines. You will educate customers on software and features, contribute to knowledge base documentation, test and debug new software, and proactively identify and eliminate recurring problems. Convoso offers a hybrid work model with opportunities for remote work and various benefits, including competitive compensation, paid time off, parental leave, and professional development programs.

Requirements

• 2+ years of call center and customer support/service experience
• 1+ years of VOIP experience (SaaS VOIP preferred)
• 1+ years of SaaS troubleshooting experience

Responsibilities

• Customer point-of-contact for technical support product issues
• Educate customers on software and feature set-up
• Assist in building knowledge base documentation with respect to hardware, software, and network requirements to ensure overall compatibility of service and to aid in the timely diagnosis of failures
• Create and revise current technical documentation for setup procedures, test procedures and failure troubleshooting guides related to our products and services
• Test and debug new software from the end user’s perspective to develop regression lists for the purpose of eliminating bugs and making improvements to features and overall user interaction
• Ensures all technical support issues are resolved promptly through incoming calls, emails, and live chats and documented through our case management system
• Read/review support manuals to keep up with the frequent changes, new updates, and features
• Partner with customers to optimize software solution
• Proactive trend analysis to offer preventative solutions and identify/eliminate recurring problems
• Monitors servers for alarms or potential issues
• Report client provider changes
• On-call, off-site call support on rotating weekend and holiday scheduled days
• Other duties as assigned

Preferred Qualifications

• Experience with ZenDesk ticketing system preferred
• Experience with ZenDesk chat system preferred

Benefits

• Competitive compensation package
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• Leadership Development Program
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!